It is not surprising that retailers self-profess a shortage of resources to manage all of the eCommerce/Social Networking opportunities that are currently available (43%); that pain point has been consistently reported by retailers in our eCommerce and Omni-Channel research for years now. From the 2011 eCommerce Report, After the Storm: Connecting with the New Online Consumer:
“It’s not just that retailers are still plagued by overall budgetary issues or by the difficulty in proving ROI of new eCommerce opportunities. In fact, as we have seen... they are enamored of the functionality most new eCommerce technologies promise – the problem now is they simply don’t have the manpower to manage them all.”
Neither is it a surprise to see that (perhaps) due to the “newness” of Social Media, 36% say they are challenged by ways to turn Social Media data into actionable business intelligence; similarly, another 28% report that they don’t yet know how to integrate Social Media with current CRM/loyalty and merchandising systems. Download the Social Media's Impact on Customer Engagement- Study here: http://www.retailsystemsresearch.com/_document/summary/1291 It's worth it!
